Service Delivery


One of the most critical requirements of IT in a business is the provision of cost effective services at service levels necessary to support critical business functions. Whether the in-house IT function or external service providers, or a combination of the two provides the services, the principles remain the same. If IT services and service levels are not clearly defined, and the service levels not properly measured and monitored, then it is likely that the services provided will fail to meet business needs. Furthermore, if the IT infrastructure is not managed to deliver the quality of service required as efficiently as possible, then costs will be excessive. For in-house IT functions this can lead to serious IT budget problems, for a service provider it can lead to business failure.

Most organisations manage this area badly and there are often no adequate service definitions in end user business terms.

ITWinners services are provided to both IT functions and IT service providers, and help clients achieve a clear understanding of what the services are, with well defined service level agreements. For a service provider it is essential for these services to be standardised and repeatable for many customers, otherwise an expensive variety of special services will result leading to high support and infrastructure overheads. We help make sure that there is an effective and workable agreement between the customer (the business users), and the provider (the IT function or service providers).

Once these services have been defined, we help clients to implement a Service Management framework designed to ensure that:

  • All services are efficiently monitored so that problems and incidents are prioritised according to the criticality of the service
  • All incidents whether raised by users or detected automatically, are resolved as efficiently as possible
  • Performance reports are provided to demonstrate the actual level of service provided and to identify where improvements are required
  • Infrastructure assets are managed to provide the appropriate quality of service at minimum cost

We follow ITIL best practices and work with specialist service partners to deliver proven technical service management solutions.